Two Book Recommendations and New iPhone Apps
“Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” by my friends Marilyn Suttle and Lori Jo Vest is fantastic. Constant feedback pays off with big results. If you ask them the right way, your customers will tell you what they want and need. Client comments can help you create a company that attracts customers like bears to honey. The book has been getting rave reviews. When you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at www.whosyourgladys.com.
“Illuminate: Harnessing The Positive Power of Negative Thinking” by David Corbin falls into the motivational category. I like this book. The premise is to accentuate the positive and ILLUMINATE the negative. The book reminds us that we can’t solve all that we face, unless we face it. The 3 Step Illuminate Process is Face It, Follow It and Fix It. Order it at www.Amazon.com.
-- New Iphone apps!
In the past few months I’ve touted my “Cult of the Customer” iPhone app. I now have two new apps; the “Shep Hyken App” and the “Moment of Magic App.” Go to the app store and download them (no charge) and you will have access to my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search on “Hyken” and “Moments of Magic.” And, if you don’t yet have the “Cult of the Customer App,” get that one too!
You don’t have an iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken
Tuesday, September 15, 2009
Sunday, August 30, 2009
Customer Service Is a Team Effort
This is considered to be a joke… A guy walks into a diner and sits down at a table. After sitting for a half an hour and watching all of the guests who came in behind him get served, he asked a server if someone was ever going to come to take his order. She responded by saying, “You’re in Suzie’s station and she’s not here tonight.
As ridiculous as the above scenario sounds, it is has truth to it. The opposite of the above happened at the Bristol restaurant in St. Louis. We were sitting for a few minutes when a server came over and explained that our regular server was busy and she would help by taking our order. That’s customer service teamwork!
LESSON: Working as a team is a big part of customer service. The best people and companies won’t say, “It’s not my department.” Instead, they work together to take care of their customers.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
This is considered to be a joke… A guy walks into a diner and sits down at a table. After sitting for a half an hour and watching all of the guests who came in behind him get served, he asked a server if someone was ever going to come to take his order. She responded by saying, “You’re in Suzie’s station and she’s not here tonight.
As ridiculous as the above scenario sounds, it is has truth to it. The opposite of the above happened at the Bristol restaurant in St. Louis. We were sitting for a few minutes when a server came over and explained that our regular server was busy and she would help by taking our order. That’s customer service teamwork!
LESSON: Working as a team is a big part of customer service. The best people and companies won’t say, “It’s not my department.” Instead, they work together to take care of their customers.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Friday, August 21, 2009
Social Media and Customer Service
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Monday, August 10, 2009
"Cult of the Customer" iPhone App Now Available – FREE!
If you have an iPhone, “The Cult of the Customer” is available as a free app. (It used to cost $1.99.) Just go to the apps section and type in the book title or my last name (Hyken). It’s like an extreme “Cliff Notes” version of the book. And, it won’t cost you a thing. If you already have the book, it is filled with reminders. If you don’t have the book, it’s a great introduction. And did I mention – It’s free! So, what do you have to lose? Do it now!
Go to www.CultOfTheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs and knowledge products please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Wednesday, August 05, 2009
Customer Service on the Internet
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Wednesday, July 29, 2009
Do What Is Not Expected
(Another Lesson from "The Cult of the Customer")
I actually first wrote about this concept almost ten years ago. So, here is a reminder, with a fresh spin on it.
Most people do what they are supposed to do - what is expected by the customer. That's common sense. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. Sometimes that's common sense as well.
Doing a little something extra or special is not difficult. Sometimes it means just doing whatever you are supposed to do with a positive attitude. Other times it might mean going out of your way or making an extra effort to help a customer. It can even be as simple as a thank you note or follow-up phone call. Anybody can be okay - average. It is the excellent people and the excellent companies that are willing to do the extra things necessary - and sometimes not so necessary - to not have just satisfied customers, but LOYAL customers!
Let’s end with a quote from James C. Penney, founder of J.C. Penny Stores. He said...
”It is the service we are NOT OBLIGED to give that people VALUE the most!”
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
(Another Lesson from "The Cult of the Customer")
I actually first wrote about this concept almost ten years ago. So, here is a reminder, with a fresh spin on it.
Most people do what they are supposed to do - what is expected by the customer. That's common sense. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. Sometimes that's common sense as well.
Doing a little something extra or special is not difficult. Sometimes it means just doing whatever you are supposed to do with a positive attitude. Other times it might mean going out of your way or making an extra effort to help a customer. It can even be as simple as a thank you note or follow-up phone call. Anybody can be okay - average. It is the excellent people and the excellent companies that are willing to do the extra things necessary - and sometimes not so necessary - to not have just satisfied customers, but LOYAL customers!
Let’s end with a quote from James C. Penney, founder of J.C. Penny Stores. He said...
”It is the service we are NOT OBLIGED to give that people VALUE the most!”
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Sunday, July 05, 2009
Accelerator Questions
(Another Lesson from “The Cult of the Customer”)
Years ago I listened to a Tom Peters program on MBWA; management by walking around. Tom claimed that when a manager approached an employee, it was usually because of a problem. The employee became defensive, uncomfortable, and perhaps even scared. The idea of approaching employees, primarily for problems, created an unsettling environment. Then came MBWA, which had managers “walking around,” having conversations with employees and complimenting them on a frequent basis, thereby eliminating fear of management and invoking a positive working environment.
Here’s my addition to MBWA. During these conversations, it creates a great opportunity for managers to ask questions – the kind of questions that move the company in a positive direction. When good experiences are happening for employees and customers, it is the perfect opportunity for management to accelerate the ownership process by asking what I refer to as accelerator questions.
- Are you doing anything new?
- How is that working for you?
- Who else should know about this?
- What can we do to repeat this kind of success?
- Do you have any ideas or suggestions to make your job better?
The list of these types of questions can go on and on. These positive questions promote ownership and pride of the employee’s work process.
To an even broader level, you don’t have to be a manager to ask accelerator questions. Anyone can ask these types of questions, especially if you like the idea of a positive and harmonious work environment; a culture (or “cult”) that is focused on creating amazement for employees and customers.
CULT UPDATE: “The Cult of the Customer” continues to sell well. If you don’t already have it, you need to get it today. Now, more than ever you must create a great service experience for your customers. Also, we now have an iPhone app for the book. There are dozens of tips that remind you about how to create an amazing customer experience that turns satisfied customers into customer evangelists. If you already have the book, the app will serve as a reminder of some of the book’s lessons. If you don’t have it, this makes a great introduction. Either way, for $1.99 you can’t go wrong. For more information go to: www.CultOfTheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Monday, May 18, 2009
Starting Over
The other night I went to one of my favorite restaurants, Tony’s. I was talking with Vince Bommarito, the owner, about delivering great service. My comment was that Tony’s is so good, and has such an incredible reputation, with guest expectations that are so high, that all Tony’s has to do to exceed expectations is to simply meet them. The unbelievably delicious food coupled with extraordinary service is the recipe for an AMAZING experience.
Vince said that he appreciated the comment. He said they get phone calls and letters about the restaurant, the food and even some of the employees. Every night just before Tony’s opens they have the all-employee meeting where he loves to share these accolades. Then he tells everyone, “This is great and we should all be proud. Guess what? In five minutes we start over!”
In The Cult of the Customer I write about how easy it is for a company who has the reputation of operating at level of “amazement” to fall back into a cult or phase of “uncertainty.” The best companies understand that they are only as good as the last sale – or as Tony’s would say, their last meal. Companies who enjoy amazing reputations must work hard to stay on top, and that means starting over, every day, reestablishing their reputation. It is the consistent effort toward amazement that keeps them at the top.
Cult Update: It’s official. The Cult of the Customer hit the Wall Street Journal and USA Today best-seller lists. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
The other night I went to one of my favorite restaurants, Tony’s. I was talking with Vince Bommarito, the owner, about delivering great service. My comment was that Tony’s is so good, and has such an incredible reputation, with guest expectations that are so high, that all Tony’s has to do to exceed expectations is to simply meet them. The unbelievably delicious food coupled with extraordinary service is the recipe for an AMAZING experience.
Vince said that he appreciated the comment. He said they get phone calls and letters about the restaurant, the food and even some of the employees. Every night just before Tony’s opens they have the all-employee meeting where he loves to share these accolades. Then he tells everyone, “This is great and we should all be proud. Guess what? In five minutes we start over!”
In The Cult of the Customer I write about how easy it is for a company who has the reputation of operating at level of “amazement” to fall back into a cult or phase of “uncertainty.” The best companies understand that they are only as good as the last sale – or as Tony’s would say, their last meal. Companies who enjoy amazing reputations must work hard to stay on top, and that means starting over, every day, reestablishing their reputation. It is the consistent effort toward amazement that keeps them at the top.
Cult Update: It’s official. The Cult of the Customer hit the Wall Street Journal and USA Today best-seller lists. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Wednesday, May 06, 2009
Gratitude Cookies
In almost every speech I deliver, one of the customer service strategies I always include is showing your customers appreciation. Customers want it, it is expected, and more than anything, it is the right thing to do.
This is the “Cool Product” of the month and is all about appreciation. Lori Saitz is the president of Zen Rabbit Baking Company and the creator of Gratitude Cookies. These cookies can be given to your favorite customers and clients as a wonderful and delicious thank you gift. Or, get a box or two for yourself. Enjoying one of these cookies as an afternoon snack will make you appreciate how great life really is!
I love sending edible gifts for special occasions. Fairy Tale Brownies are always a hit. Clients like “Fruit of the Month.” Yet, what I love about these cookies, besides that they are delicious, is the box. The word “Gratitude” comes through loud and clear. And, it has the Gratitude Cookie history, which is all about giving and showing appreciation.
For more information, go to www.GratitudeCookie.com.
Speaking of Gratitude…
Again I want to thank all of the people who supported the new book, “The Cult of the Customer.” Your confidence in me and the book helped make it the success that has become. Thank you!!!
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
In almost every speech I deliver, one of the customer service strategies I always include is showing your customers appreciation. Customers want it, it is expected, and more than anything, it is the right thing to do.
This is the “Cool Product” of the month and is all about appreciation. Lori Saitz is the president of Zen Rabbit Baking Company and the creator of Gratitude Cookies. These cookies can be given to your favorite customers and clients as a wonderful and delicious thank you gift. Or, get a box or two for yourself. Enjoying one of these cookies as an afternoon snack will make you appreciate how great life really is!
I love sending edible gifts for special occasions. Fairy Tale Brownies are always a hit. Clients like “Fruit of the Month.” Yet, what I love about these cookies, besides that they are delicious, is the box. The word “Gratitude” comes through loud and clear. And, it has the Gratitude Cookie history, which is all about giving and showing appreciation.
For more information, go to www.GratitudeCookie.com.
Speaking of Gratitude…
Again I want to thank all of the people who supported the new book, “The Cult of the Customer.” Your confidence in me and the book helped make it the success that has become. Thank you!!!
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Monday, April 13, 2009
Pricing Strategy: Don’t Lower Prices – Create Value Packages.
While not an advocate for lowering prices, sometimes it is necessary. One strategy smart companies are doing to lower prices is to create value added packages. They may lose revenue on a product while at the same time picking up revenue in another. For example, in the restaurant business TGI Fridays has created several value meals priced at $10.00. Applebee’s has done the same thing with two appetizers and two entrée’s for $20.00. These are price promotions that get guests into their restaurants. Once there, the guests still buy drinks and order other items on the menu. A good server can help create an even better dining experience by suggestive selling, also known as up-selling (which can work in virtually any business for any product).
In the end, you still have to create a great customer service experience. The value meal may get them in the door. The experience brings them back!
Book Recommendations: I love great books. My buddy Ron Karr just wrote a fantastic sales book titled “Lead, Sell or Get Out of the Way.” Competition is intense, and if you don’t take a leadership role in producing results for your clients and customers, someone else well. This book examines the seven leadership traits that top producing sales people count on for their success. Ron outlines a process based on the idea that great sellers lead relationships in the same way that great leaders sell ideas. Go to www.LeadSellOrGetOutOfTheWay.com.
Cult Update: Last week my new book, The Cult of the Customer, became the #1 business book on Amazon.com. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
While not an advocate for lowering prices, sometimes it is necessary. One strategy smart companies are doing to lower prices is to create value added packages. They may lose revenue on a product while at the same time picking up revenue in another. For example, in the restaurant business TGI Fridays has created several value meals priced at $10.00. Applebee’s has done the same thing with two appetizers and two entrée’s for $20.00. These are price promotions that get guests into their restaurants. Once there, the guests still buy drinks and order other items on the menu. A good server can help create an even better dining experience by suggestive selling, also known as up-selling (which can work in virtually any business for any product).
In the end, you still have to create a great customer service experience. The value meal may get them in the door. The experience brings them back!
Book Recommendations: I love great books. My buddy Ron Karr just wrote a fantastic sales book titled “Lead, Sell or Get Out of the Way.” Competition is intense, and if you don’t take a leadership role in producing results for your clients and customers, someone else well. This book examines the seven leadership traits that top producing sales people count on for their success. Ron outlines a process based on the idea that great sellers lead relationships in the same way that great leaders sell ideas. Go to www.LeadSellOrGetOutOfTheWay.com.
Cult Update: Last week my new book, The Cult of the Customer, became the #1 business book on Amazon.com. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Thursday, April 09, 2009
"The Cult of the Customer" Hits Amazon Best-Seller List
Exciting news. "The Cult of the Customer" hit #1 on Amazon.com's business, customer service and marketing best-seller list and # 2 on the overall Amazon.com best-seller list. Get more information on this book at www.CultOfTheCustomer.com.
Constantly Upgrade
This ties into consistency; always trying to be your best. To take it a step further – to the “next level.”, always try and “notch it up.” Steve Wynn, the Las Vegas businessman has a philosophy that every project he does has to be better than the last one. In Vegas he went from the Golden Nugget, to Treasure Island, to the Mirage, to the Bellagio, to the Wynn and recently the Encore. Each time it was his goal to make the new hotel and resort better than the last. Think about how you can incorporate Steve Wynn’s philosophy into your business. What can you do to be better than before? The ultimate is when you are so good at what you do that just meeting the customer’s expectations will make them say… “Amazing!”
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Exciting news. "The Cult of the Customer" hit #1 on Amazon.com's business, customer service and marketing best-seller list and # 2 on the overall Amazon.com best-seller list. Get more information on this book at www.CultOfTheCustomer.com.
Constantly Upgrade
This ties into consistency; always trying to be your best. To take it a step further – to the “next level.”, always try and “notch it up.” Steve Wynn, the Las Vegas businessman has a philosophy that every project he does has to be better than the last one. In Vegas he went from the Golden Nugget, to Treasure Island, to the Mirage, to the Bellagio, to the Wynn and recently the Encore. Each time it was his goal to make the new hotel and resort better than the last. Think about how you can incorporate Steve Wynn’s philosophy into your business. What can you do to be better than before? The ultimate is when you are so good at what you do that just meeting the customer’s expectations will make them say… “Amazing!”
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Monday, March 23, 2009
Two Customer Lessons That Work In a Tough Economy
April 6, 2009 is the official release date of my new book, “The Cult of the Customer.” Here are a couple of strategies from the book that will help a company be successful, even in this tough economy.
1. The first idea is a twist on "The Golden Rule." Treat employees like you want the customer treated – maybe even better. (This is one of my favorites and I’ve been preaching it for a long time.) Customer service is not just on the front line. It starts inside an organization, and it starts at the top. Be an example of the behavior you want employees to exhibit to their customers and their fellow employees.
2. Recognize that a satisfied customer (and employee) is not a loyal customer. This is a big mistake many companies make; thinking that they want satisfied customers. “Satisfactory” is a rating – and an average rating at that. Loyalty is more of a bond, even an emotion – a feeling that a customer or employee gets from consistent positive customer experiences and a feeling of confidence about the company. Focus on being better than satisfactory – better than average. Be so good that customers and employees become loyal - so good that they become evangelists!
Coming April 2009 – The Cult of the Customer by Shep Hyken
The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com/pre-order.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
April 6, 2009 is the official release date of my new book, “The Cult of the Customer.” Here are a couple of strategies from the book that will help a company be successful, even in this tough economy.
1. The first idea is a twist on "The Golden Rule." Treat employees like you want the customer treated – maybe even better. (This is one of my favorites and I’ve been preaching it for a long time.) Customer service is not just on the front line. It starts inside an organization, and it starts at the top. Be an example of the behavior you want employees to exhibit to their customers and their fellow employees.
2. Recognize that a satisfied customer (and employee) is not a loyal customer. This is a big mistake many companies make; thinking that they want satisfied customers. “Satisfactory” is a rating – and an average rating at that. Loyalty is more of a bond, even an emotion – a feeling that a customer or employee gets from consistent positive customer experiences and a feeling of confidence about the company. Focus on being better than satisfactory – better than average. Be so good that customers and employees become loyal - so good that they become evangelists!
Coming April 2009 – The Cult of the Customer by Shep Hyken
The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com/pre-order.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Saturday, March 21, 2009
Book Recommendations
For this posting I want to tell you about a new book written by my friend and colleague Scott McKain titled, The Collapse of Distinction: Creating Differentiation In a Cluttered Marketplace. Scott is a successful speaker, author and businessman who is admired by some of the top business leaders in corporate
The Collapse of Distinction gets my highest recommendation. My suggestion is to go to Amazon and buy it today!
By the way, don’t forget to buy my new book if you haven’t already done so. , The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists, will be available on April 6, 2009. You can pre-order it now at www.CultOfTheCustomer.com/pre-order.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Wednesday, January 28, 2009
Crazy Customer Service and Marketing Idea
Zappos.com continues to amaze me – in a great way. They pay employees to leave if they aren’t happy. They create a culture of WOW both inside and outside of their organization. Every employee contributes an essay to a book/anthology that Zappos.com has published about their culture. They are truly operating at the Cult of Amazement!
Now they have done something really cool – and crazy. They are selling a t-shirt for a whopping $50,000 (Not a typo). The t-shirt says: Cease and Desist!
The $50,000 cost goes toward Zappos.com honoring the Cease and Desist message on the t-shirt, ensuring that the customer’s spouse or significant other will be banned from buying anything from the Zappos.com ever again. A press release put out by the company said there were a “tsunami of calls received in 2008 by the Zappos.com Customer Loyalty Team from spouses of loyal customers lamenting that the web site was causing relationship and financial strains.”
Sounds crazy, doesn’t it. Crazy, but serious! And, fun! This is exactly the creative thinking that has made Zappos.com a rock star in the customer service and experience world.
What’s the lesson? Get crazy. Come up with wild ideas that focus on your customers. You might find one that works – or gets you great publicity.
Coming in April 2009 – The Cult of the Customer by Shep Hyken
Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Thursday, January 15, 2009
Happy New Year - A Double Blog Post (Some Personal, Some Business)
For my first blog post of the year, I want to be motivational versus typical business.
“Fun is my revenge against mortality.”
-- Dustin Hoffman
The above quote ties into an article I just wrote for The Shepard Letter. (You can sign up at no charge at www.hyken.com.) This article was based on Randy Pausch’s Last Lecture. Randy was a college professor and was told he had six months to live, so he eventually presented what was literally his last lecture. It was very inspirational and even though I have every intention of living until a very old age, he inspired me to write my own version of a “last lecture.” The Dustin Hoffman quote above summarizes one of my lifetime strategies, which has to do with “experiencing” life. Are you experiencing life, or just making your way through it?
I’ve written my ten so-called lifetime strategies. To read the full article, go to http://www.hyken.com/article-sl-120-my-last-lecture.html.
Now for a quick business story. On a recent flight home from a speaking engagement I met a flight attendant who delivered atrocious service. I somehow was able to disarm her and engage in conversation. It was obvious she hated her employer. Apparently, for them to survive, they had to cut salaries by 30%. And, even though they are losing money every month, she still thinks it is unfair.
I can’t disagree with her. Sometimes life isn’t fair. And, a company sometimes has to do what is necessary to stay afloat. I reminded her that she still had a job. Her anger was interfering with her responsibilities. First and foremost, she was there for our safety. Second, she was to take care of the passengers in a manner that was professional and pleasant. After all, she was on the front line, and the face of the airline.
Her comment was this, “They cut my salary by 30%. I’m going to do 30% less.”
She will eventually quit or get fired. And then she’ll find another job. I already feel bad for her next employer.
Keep this in mind. Every employee needs to be an extension of your sales or marketing department. Make it a job requirement. It is a non-negotiable responsibility.
Coming in April 2009 – The Cult of the Customer by Shep Hyken
Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
For my first blog post of the year, I want to be motivational versus typical business.
“Fun is my revenge against mortality.”
-- Dustin Hoffman
The above quote ties into an article I just wrote for The Shepard Letter. (You can sign up at no charge at www.hyken.com.) This article was based on Randy Pausch’s Last Lecture. Randy was a college professor and was told he had six months to live, so he eventually presented what was literally his last lecture. It was very inspirational and even though I have every intention of living until a very old age, he inspired me to write my own version of a “last lecture.” The Dustin Hoffman quote above summarizes one of my lifetime strategies, which has to do with “experiencing” life. Are you experiencing life, or just making your way through it?
I’ve written my ten so-called lifetime strategies. To read the full article, go to http://www.hyken.com/article-sl-120-my-last-lecture.html.
Now for a quick business story. On a recent flight home from a speaking engagement I met a flight attendant who delivered atrocious service. I somehow was able to disarm her and engage in conversation. It was obvious she hated her employer. Apparently, for them to survive, they had to cut salaries by 30%. And, even though they are losing money every month, she still thinks it is unfair.
I can’t disagree with her. Sometimes life isn’t fair. And, a company sometimes has to do what is necessary to stay afloat. I reminded her that she still had a job. Her anger was interfering with her responsibilities. First and foremost, she was there for our safety. Second, she was to take care of the passengers in a manner that was professional and pleasant. After all, she was on the front line, and the face of the airline.
Her comment was this, “They cut my salary by 30%. I’m going to do 30% less.”
She will eventually quit or get fired. And then she’ll find another job. I already feel bad for her next employer.
Keep this in mind. Every employee needs to be an extension of your sales or marketing department. Make it a job requirement. It is a non-negotiable responsibility.
Coming in April 2009 – The Cult of the Customer by Shep Hyken
Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Wednesday, December 17, 2008
How Easy Is It to Buy From You?
How many ways can your customers buy what it is that you sell?
Domino’s just announced a new way to order pizza. Up until recently, there were three ways you could order a Domino’s pizza; place your order on the phone, on their website or on location. Now if you own a TiVo digital video recorder, you can now order a pizza direct from your TV. When customers see a Domino’s ad, they will be able to click “I want it” from their TV (TiVo) remote control. In about 30 minutes a piping hot Domino’s pizza will be delivered.
The lesson: Look for non-traditional ways/channels of selling your products or services. Options make it easier for customers to buy from you.
Coming in April 2009 – The Cult of the Customer by Shep Hyken
Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
How many ways can your customers buy what it is that you sell?
Domino’s just announced a new way to order pizza. Up until recently, there were three ways you could order a Domino’s pizza; place your order on the phone, on their website or on location. Now if you own a TiVo digital video recorder, you can now order a pizza direct from your TV. When customers see a Domino’s ad, they will be able to click “I want it” from their TV (TiVo) remote control. In about 30 minutes a piping hot Domino’s pizza will be delivered.
The lesson: Look for non-traditional ways/channels of selling your products or services. Options make it easier for customers to buy from you.
Coming in April 2009 – The Cult of the Customer by Shep Hyken
Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Monday, October 27, 2008
Customer Service Prevents Crime
A number of years ago I worked with the convenience store chain of Atlantic Richfield Oil. One of the strategies I presented to their managers was that delivering great customer service prevents robberies. As soon as the customer walks in, the employees should look at him/her and give them a warm greeting. This was supported and approved by some of the Atlantic Richfield security executives, who were former Los Angeles Policemen.
I just read an article by the Associated Press that reinforces this concept. It seems that two banks in Seattle, WA thwarted a robber by giving him great service. In short, a bank employee at First Mutual noted suspicious behavior from a “customer” entering the bank. Upon greeting him, the bank employee asked if he could help him at his desk. The man quickly left.
The employee of First Mutual called nearby banks to alert them of this suspicious character. Sure enough, the would-be robber showed up at a nearby US Bank branch. Using the same strategy, the man left.
It turns out that this man is the chief suspect in a bank robbery from just a few days prior.
“If a person is a legitimate customer, they will experience superior service,” FBI Special Agent Larry Carr told The Seattle Times. “If their intention, however, is to rob the bank, they will experience paranoia, anxiety and a desire to escape.”
If your company operates in a retail environment, good customer service can do more than just earn you repeat business. It can create a safer environment for your employees.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
A number of years ago I worked with the convenience store chain of Atlantic Richfield Oil. One of the strategies I presented to their managers was that delivering great customer service prevents robberies. As soon as the customer walks in, the employees should look at him/her and give them a warm greeting. This was supported and approved by some of the Atlantic Richfield security executives, who were former Los Angeles Policemen.
I just read an article by the Associated Press that reinforces this concept. It seems that two banks in Seattle, WA thwarted a robber by giving him great service. In short, a bank employee at First Mutual noted suspicious behavior from a “customer” entering the bank. Upon greeting him, the bank employee asked if he could help him at his desk. The man quickly left.
The employee of First Mutual called nearby banks to alert them of this suspicious character. Sure enough, the would-be robber showed up at a nearby US Bank branch. Using the same strategy, the man left.
It turns out that this man is the chief suspect in a bank robbery from just a few days prior.
“If a person is a legitimate customer, they will experience superior service,” FBI Special Agent Larry Carr told The Seattle Times. “If their intention, however, is to rob the bank, they will experience paranoia, anxiety and a desire to escape.”
If your company operates in a retail environment, good customer service can do more than just earn you repeat business. It can create a safer environment for your employees.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Thursday, October 09, 2008
Practice Confidence Building Habits
People like to be around people they know they like and they trust. It can take quite a while for someone to really know and like you, let alone trust you. However, it can take just a moment to create a negative impression that quickly erodes confidence. One way to build a relationship is to practice confidence building habits. Here are four simple confidence building habits that will help you build an even stronger relationship with your customers as well as the people you work with.
1. Be polite – Say please and thank you. Be nice to people.
2. Do what you say you will do. If you don’t, it is the quickest way to erode confidence in you and your abilities.
3. Don’t blame failure on others. It shows you are out of control. Take accountability for what happens around you.
4. Be on time. Being late shows disrespect for others’ time.
Sounds simple, doesn’t it? Well, they are which is why there is no excuse not to make a habit of them.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
People like to be around people they know they like and they trust. It can take quite a while for someone to really know and like you, let alone trust you. However, it can take just a moment to create a negative impression that quickly erodes confidence. One way to build a relationship is to practice confidence building habits. Here are four simple confidence building habits that will help you build an even stronger relationship with your customers as well as the people you work with.
1. Be polite – Say please and thank you. Be nice to people.
2. Do what you say you will do. If you don’t, it is the quickest way to erode confidence in you and your abilities.
3. Don’t blame failure on others. It shows you are out of control. Take accountability for what happens around you.
4. Be on time. Being late shows disrespect for others’ time.
Sounds simple, doesn’t it? Well, they are which is why there is no excuse not to make a habit of them.
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Wednesday, October 01, 2008
Domino’s Selling More than Pizza
Not long ago I read an article about how Dominos is now selling more than pizza. They have added sandwiches to their menu. This is their response to slipping sales, which might be happening because of the economy or the competition. Great idea, and here is my take on it.
How many times have you heard companies lowering their prices to combat slumping sales? Now, the company has to sell more to make the same profit, if they are making a profit at all.
Lesson: What Dominos has done is added value to the customer by giving them more menu choices – not by cutting prices. People know of Dominos good reputation. Dominos has worked hard to develop a reputable brand. Because of that reputation, customers may be willing to try the new sandwiches. I’ll bet they are pretty darn good.
Hey, I’m hungry. Time to order lunch. I think it will be a Dominos sub sandwich!
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Not long ago I read an article about how Dominos is now selling more than pizza. They have added sandwiches to their menu. This is their response to slipping sales, which might be happening because of the economy or the competition. Great idea, and here is my take on it.
How many times have you heard companies lowering their prices to combat slumping sales? Now, the company has to sell more to make the same profit, if they are making a profit at all.
Lesson: What Dominos has done is added value to the customer by giving them more menu choices – not by cutting prices. People know of Dominos good reputation. Dominos has worked hard to develop a reputable brand. Because of that reputation, customers may be willing to try the new sandwiches. I’ll bet they are pretty darn good.
Hey, I’m hungry. Time to order lunch. I think it will be a Dominos sub sandwich!
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Tuesday, August 19, 2008
In the Spirit of Service
This is a little diversion from my typical customer service postings. While this is not customer service, it is service, just in a different way.
Earlier this week I had the honor of being inducted into the National Speakers Association Speaker Hall of Fame. It was quite a night and my acceptance speech was focused on what I term Intentional Significance.
After 25 years in the speaking business I found myself thinking about the contributions I’ve made to my clients, my family and the community/world. I hope that I have been significant.
Two people in my industry have impacted my thinking on this. My friend Naomi Rhode has been talking about being significant for years. Another friend, Nido Qubein, taught me about being intentional in business. And it just so happens, that Nido is one of the most philanthropic people I have ever met. When I combine the two of their lessons, I came up with Intentional Significance.
Intentional Significance is looking for opportunities to make a difference in our community, if not the world. It can be in the form of time, talent and dollars. Where can you be more significant to the people you work with, your family – and people you may not even know. Most people wait until others ask. They are responders, and there is nothing wrong with that. Think about being more pro-active – or intentional. Look for opportunities to give and/or volunteer.
A gift for you!
I have the honor of working with Wendy Gillett and seven other Customer Service Experts to deliver a series of weekly seminars. Every Wednesday, starting on September 3, you can participate in these 20-30 minute online seminars. There is no charge to participate, however once the series is completed, they will be put into a CD as a set that will be for sale. So, be sure to sign up now. Just click on: Customer Service Seminar – Online. See you online!
Shep Hyken, CSP, CPAE is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
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